Senior Director, Customer Success
关于非正常 AI 的角色，我们正在寻找经验丰富的客户成功高级总监来领导我们的企业客户成功组织在美洲 (AMER).这个领导者将负责监督一个高绩效的区域董事和管理人员团队，他们会领导客户成功管理员团队，负责推动保留，采用和扩张全球最大的客户。作为客户成功领导团队的一个关键成员，你将塑造我们如何参与和留住企业客戶，加强客户执行关系以及与产品，工程和销售合作规模结果的战略。理想候选人带来了 SaaS 账户管理的深厚经验，建立和激励团队的能力以及帮助客户从企业级安全技术中实现可衡量的价值的热情。该职位将直接报告给 CS 的全球副总裁。你会做什么？·领导和发展 AMER 跨越企业客户成功团队，包括多层次的领导 （董事和经理）. ·推动客户保留，满意度和扩张在一个庞大而复杂的企业客服基础上。·建立和执行企业客戶成功战略，确保与公司目标和运营卓越一致。这包括进一步完善企业内部的细分化行动，包括为政府和战略/主要客户。· 通过跨功能合作与销售，更新，支持和产品来确保无的客户体验并最大限度地实现终身价值。· 与战略客户建立和维护与执行关系以了解商业目标并引导长期成功。在必要时，在升级和解决客户问题的过程中发挥积极的面向客户作用。· 实施可扩展的成功规划，执行商业审查以及针对企业客户的价值意识框架。· 使用数据驱动的见解来改善客户健康，预测保留风险和指导主动参与。· 培训员和辅导员 CS 领导人建立高绩效团队，以提供可衡量的影响力并负责任运作。·代表整个组织中的客户声音，影响产品方向和进入市场优先事项。·访问25%以上与关键客户和内部团队会面。必须有10年以上经验在 B 级内客户成功，帐户管理或销售后领导领域。
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About the Role
Abnormal AI is looking for an experienced Senior Director of Customer Success to lead our Enterprise Customer Success organization across the Americas (AMER). This leader will oversee a high-performing team of regional Directors and Managers who lead teams of Customer Success Managers, responsible for driving retention, adoption, and expansion across some of our largest global customers.
As a key member of the Customer Success leadership team, you’ll shape the strategy for how we engage and retain enterprise customers, strengthen executive relationships, and scale customer outcomes in partnership with Product, Engineering, and Sales. The ideal candidate brings deep experience in SaaS account management, a proven ability to build and inspire teams, and a passion for helping customers realize measurable value from enterprise-grade security technology. The role will report directly to the global VP of CS.
What you will do
- Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership (Directors and Managers).
- Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base.
- Establish and execute the Enterprise Customer Success strategy, ensuring alignment with company goals and operational excellence. This includes further refining our segmented motions within Enterprise, including for government and Strategics/Majors customers.
- Partner cross-functionally with Sales, Renewals, Support, and Product to ensure seamless customer experiences and maximize lifetime value.
- Build and maintain executive relationships with strategic customers to understand business objectives and guide long-term success. Take an active, customer-facing role in escalations and customer issue resolution where needed.
- Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
- Use data-driven insights to improve customer health, forecast retention risk, and guide proactive engagement.
- Coach and mentor CS leaders to build high-performing teams that deliver measurable impact and operate with accountability.
- Represent the customer voice across the organization, influencing product direction and go-to-market priorities.
- Travel up to 25% to meet with key customers and internal teams.
Must Haves
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment; 5+ years leading large or multi-level teams.
- Proven success managing Enterprise or Global customers, ideally in the cybersecurity, email security, or infrastructure SaaS space.
- Strong business acumen and ability to partner with senior executives at Fortune 500 organizations.
- Demonstrated ability to scale teams and processes in a high-growth environment.
- Experience driving retention and expansion strategies through data, systems, and strong cross-functional collaboration.
- Exceptional communication, executive presence, and relationship management skills.
- Strategic thinker who thrives in ambiguity and acts with ownership and urgency.
- Understanding of renewals and expansion motions in partnership with Renewal Management / Sales.
- Experience building and operationalizing impactful AI-driven processes for post sales functions
Nice to Have
- Experience in email security, cybersecurity, or enterprise infrastructure software.
- Familiarity with API-based SaaS solutions and cloud-native architectures.
- Prior experience leading global or multi-regional teams in a high-velocity SaaS company.
Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.
Base salary range:
$255,040—$300,000 USD
A note on AI in our process: Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore. They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Originally posted on Himalayas